Marketing in Numbers Digest #19

Turning your customers into your best marketers

Without a doubt, your customers represent your absolute best growth marketing channel. There’s just no better way to earn and solidify a trustworthy reputation than through happy, satisfied, loyal clients. But generating this kind of customer loyalty takes a concerted effort and a long-term commitment to the success of your customer experience program.

Customer experience (CX) is your customers’ perception of how your company treats them. These experiences and perceptions will reflect in their behaviors and drive their loyalty. So, it’s easy to understand why it’s important for your brand to focus on CX.

In order for your customers to like you, you need to get to know them and invest in the long-term relationship. By understanding who they are, you will be able to deliver a personalized experience across the entire customer journey.

So how do you gain this in-depth knowledge about your customers? Long story short: you need to collect customer data and bring out valuable insights from that data with speed and precision.

While this isn’t something that just happens, the good news is that it doesn’t really matter what kind of business you’re in; improving the experience for your customers has been proven to increase retention, satisfaction, and revenue. This is why 88 percent of companies now prioritize customer experience in their contact centers.

Once you know your customers well enough, you can use that knowledge to personalize every interaction. Customers these days have more power and choices than ever before, so it is up to you to understand and acknowledge their needs.

Consider incentivizing your satisfied customers to spread the word with special rewards programs, loyalty promotions, or surprise gifts. Give your clients the VIP treatment by offering them exclusive access to new products and services. In other words: if you want your customers to have a positive experience, you have to invest in it.

If you make sure your customer’s interaction with your company is smooth, pleasant and constantly improving, you will drive brand loyalty. If not, you’ll give your competitors the best gift you can — your customers. It makes sense, right?

Let us know: what is your favorite customer experience trend?

SPIN Ideas is a marketing strategy agency, focusing on startups and SMS. We help our clients find their place in the market and grow. You want to hear more about what we do and have monthly marketing updates, subscribe to SPIN Ideas’ Journal.